IT Helpdesk Technician

Title: IT Helpdesk Technician

Location: Hybrid, Primarily In-Office (North Bethesda, MD)

Reports To: IT Manager

Expion Health is building the future of pharmacy economics. As architects of prescription economics, we design how pharmacy value is created - aligning cost, clinical decisions, and performance into one accountable system that moves beyond rebates. We help organizations stay ahead of market change with clear insight, bold thinking, and strategies built for what's next.

You'll be the friendly, capable face of IT - the first call when something isn't working and the reason your colleagues walk away with their day back on track. While this is a hybrid position based primarily in our North Bethesda office, you'll support our team in person and back up remote employees across the country, troubleshooting hardware, software, and network issues with patience and skill.

Whether you're setting up a new hire's laptop, walking a remote teammate through a fix over chat, or spotting patterns that point to a bigger improvement, your work directly shapes how productive and supported our people feel every day.

You'll be on site 2 to 3 days a week, with in-office days rotating among members of the IT team. Occasionally, such as for in-person events, additional on-site days may be needed, up to 5 days a week.

• Provide hands-on and remote technical support across the organization
• Respond to user requests by phone, email, and ticketing system with professionalism and care
• Diagnose and resolve hardware, software, and network issues
• Walk users through clear, step-by-step solutions
• Escalate the trickier puzzles to senior team members when needed
• Document issues and resolutions to make life easier for the whole team
• Create and maintain knowledgebase articles in Fresh Service
• Maintain inventory of IT equipment and keep records accurate
• Support onsite equipment like monitors, TVs, tablets, and printers
• Own onboarding and offboarding - account provisioning and de-provisioning in Microsoft 365 / Entra  (including license assignment), device setup and distribution, device retrieval, and re-deployment
• Manage ongoing user account needs in Microsoft 365 / Entra , including password resets, MFA support, group membership, and license changes
• Install, configure, and maintain computer systems and applications, including device enrollment and support through Intune and Iru

• Associate's degree in IT or a related field (or equivalent experience)
• 1–3 years in a helpdesk or technical support role
• Strong analytical and troubleshooting instincts
• Excellent written and verbal communication
• Comfort working independently and as part of a hybrid team

• Working knowledge of Microsoft 365 and Entra , including SharePoint and One Drive
• Familiarity with Zscaler (ZIA
  - Internet Access, ZPA
  - Private Access and ZDX
  - Digital Experience)
• Hands-on experience with mobile device management (MDM) solutions, such as Microsoft Intune and Iru
• Familiarity with AI assistants such as Claude and Microsoft Copilot
• Experience with service desk platforms for ticketing and knowledgebase management (Fresh Service preferred)

• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP)
• Familiarity with network hardware, particularly Ubiquiti equipment
• Familiarity with network video recorders, particularly Ubiquiti equipment
• Proficiency with operating systems:
  Windows 11, macOS 26/27, and iPadOS 26/27

• Experience supporting hybrid work forces and remote collaboration tools
• Familiarity with IT asset management and inventory platforms
• Experience with Active Directory and identity management tools, including SSO, MFA, and conditional access policies in Microsoft Entra
• Understanding of…